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An online check-in flow can prompt guests to confirm their email address and phone number to receive arrival instructions or access details. This approach can help you capture more consistent data across booking sources, including OTAs, without adding as much front-desk workload.",[],{"type":1142,"text":1243,"spans":1244,"direction":932},"2. Clean and deduplicate your lists",[],{"type":922,"text":1246,"spans":1247,"direction":932},"A messy database can create avoidable confusion and make communication feel inconsistent. If you send multiple emails to the same person because they have multiple profiles (for example, “John Smith,” “J. Smith,” and “John Smith - Expedia”), it can look uncoordinated.",[],{"type":922,"text":1249,"spans":1250,"direction":932},"Regularly merging duplicate profiles can help. Many CRM tools support automated deduplication using email addresses or phone numbers, and if you do it manually, a quarterly review can be a practical rhythm. In many cases, a smaller, more accurate list supports better targeting and reporting than a large, messy one.",[],{"type":1142,"text":1252,"spans":1253,"direction":932},"3. Segment based on behavior, not just demographics",[],{"type":922,"text":1255,"spans":1256,"direction":932},"Instead of sending “blast” emails to your entire database, use CRM data to send more relevant messages. Examples of behavioral segmentation include:",[],{"type":1198,"text":1258,"spans":1259,"direction":932},"The “Local” segment: Guests who live within a 2-hour drive, which can be useful for timely weekend messaging.",[1260],{"start":1202,"end":1261,"type":1204},20,{"type":1198,"text":1263,"spans":1264,"direction":932},"The “Planner” segment: Guests who usually book 3+ months in advance, which can help you time early-bird offers appropriately.",[1265],{"start":1202,"end":1266,"type":1204},22,{"type":1198,"text":1268,"spans":1269,"direction":932},"The “VIP” segment: Guests who have stayed more than 3 times, which can support more personalized recognition and access to special packages.",[1270],{"start":1202,"end":1214,"type":1204},{"type":922,"text":1272,"spans":1273,"direction":932},"When the offer aligns with a guest’s typical buying pattern, campaigns often feel more relevant and can reduce unnecessary noise for other segments.",[],{"type":1142,"text":1275,"spans":1276,"direction":932},"4. Automate the entire guest journey",[],{"type":922,"text":1278,"spans":1279,"direction":932},"A CRM can help you set up automated email flows that run in the background and keep communication consistent. Essential flows to consider include:",[],{"type":1198,"text":1281,"spans":1282,"direction":932},"Pre-arrival: Sending an upsell or add-on message a few days before check-in to highlight options like upgrades, breakfast, or parking.",[1283,1285],{"start":1202,"end":1284,"type":1204},12,{"start":1286,"end":1287,"type":928,"data":1288},24,75,{"id":1289,"type":701,"tags":1290,"lang":14,"slug":1291,"first_publication_date":1292,"last_publication_date":1293,"uid":1294,"url":1295,"link_type":24,"isBroken":34},"Z7cOTxAAACIAYW6h",[],"pre-stay-upselling-what-it-is-and-how-to-use-it-to-generate-more-revenue-before-guests-arrive","2025-02-20T11:13:44+0000","2025-11-17T14:39:49+0000","pre-stay-upselling-in-hotels","/en/blog/pre-stay-upselling-in-hotels",{"type":1198,"text":1297,"spans":1298,"direction":932},"In-stay: Sending a short check-in message after arrival (via WhatsApp or email) to invite questions and surface issues earlier.",[1299],{"start":1202,"end":1300,"type":1204},8,{"type":1198,"text":1302,"spans":1303,"direction":932},"Post-stay: Sending a follow-up or “win-back” message months later with a tailored offer or reminder, depending on your seasonality and booking patterns.",[1304],{"start":1202,"end":1305,"type":1204},10,{"type":1142,"text":1307,"spans":1308,"direction":932},"5. Capture data via on-site WiFi",[],{"type":922,"text":1310,"spans":1311,"direction":932},"If you have multiple guests in one room, the PMS often only stores details for the main booker, which can limit visibility into the wider travel party.",[],{"type":922,"text":1313,"spans":1314,"direction":932},"A captive portal for free WiFi can give additional guests a way to share their email address in exchange for access. If connected to your CRM, this can help you collect more complete on-property contact data and better understand who is staying at the hotel.",[],"rich_text$7deec415-65a5-4c0c-b7a1-ff4bfc20c2dd","rich_text","CRM in hotels: meaning, types and strategies | Glossary","Guest emails scattered across PMS and OTAs? Learn how CRM for hotels centralizes data, personalizes stays, and supports more direct bookings.",{},{"prev":1321,"next":1325},{"title":1322,"link":1323},"Booking Engine",{"to":1324},"/en/glossary/booking-engine",{"title":364,"link":1326},{"to":1327},"/en/glossary/channel-manager",1776352060489]